microsoft enterprise content services l300 white paper · “the forrester wave: enterprise content...
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Modernizing Enterprise
Content Management with
Microsoft Content Services
White paper
Modernizing Enterprise Content Management | 2
Copyright
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Contents Executive summary ............................................................................................................................................... 4
Traditional enterprise content management .............................................................................................. 4
Modern approach to content services .......................................................................................................... 5
Harvest ...................................................................................................................................................................... 7
Create ........................................................................................................................................................................ 8
Coordinate ............................................................................................................................................................ 10
Protect .................................................................................................................................................................... 13
Architecture .......................................................................................................................................................... 15
Summary ............................................................................................................................................................... 16
Calls to action ...................................................................................................................................................... 17
References ............................................................................................................................................................ 17
Modernizing Enterprise Content Management | 4
Executive summary After people, content is the most critical asset for every organization, embodying its knowledge and processes.
How content is created, managed, and shared—and how users collaborate with that content—has gone
through a drastic evolution from traditional enterprise content management (ECM) to dynamic content
services.
Microsoft SharePoint Online and OneDrive for Business (henceforth referred to as SharePoint and OneDrive)
enable content services with great "content velocity," where the content picks up speed and value as it is
created, edited, and reused—becoming more useful over time. SharePoint supports over 270 different content
types including video and photos. This white paper showcases the enhanced and tightly integrated capabilities
of SharePoint and OneDrive that empower individuals, teams, and organizations to intelligently and securely
discover, share, and collaborate—transforming how enterprise organizations interact with and manage
growing volumes of content.
Industry analysts recognize that the term enterprise content management no longer reflects market dynamics
or the organizational needs for content in digital businesses. For application leaders, this means casting aside
previous notions and rethinking technology approaches.1 “Content services” is a better definition,
incorporating broader business content functions, including applications, platforms, and components.
According to industry experts, “Business content drives the day-to-day workplace experience. Business content
typically originates inside the enterprise, but the growing need to work with external stakeholders —
customers, partners, regulators, and citizens — is changing how EA pros assess vendors and prioritize
requirements.”2
A 2016 study by Nucleus Research3 reports that 4.3 percent of gross domestic product (GDP) is lost in the U.S.
on productivity as users search for existing content. At the same time, nearly 3.6 percent of GDP is spent on
re-creating content users can’t find. A typical company with revenues of $1 billion could expect to lose
approximately $43 million in productivity in time spent on searches and about $36 million in productivity in
time spent re-creating documents. In addition, the study found that the proper use of a content services
system such as SharePoint and OneDrive can save as much as $9.8 million annually for an organization with
1,000 users.
SharePoint and OneDrive enable modern content services that transform the lifecycle of content. By using the
full capabilities of Microsoft Office 365, organizations can extend these content services to Microsoft
Exchange, Skype for Business, Yammer, Microsoft Teams, Microsoft Planner, and many more, allowing content
to be found, consumed, and governed across all of Office 365. These capabilities are brought to the user
through the intuitive and familiar interface of the Microsoft Office Suite. Governance and security policies are
simple, intelligent, and automated to help protect content in all phases of the content lifecycle.
Traditional enterprise content management In traditional ECM, users created content freely—but after “publishing,” content moved to permanent silos,
preventing broad user access. These ECM solutions were based on what AIIM defined as "Systems of Record"4
to provide control throughout the capture, store, manage, deliver, and archive phases of the content lifecycle.
ECM was not designed for people who work with content daily, but for those who need to record the content.
1 Gartner. “Reinventing ECM: Introducing Content Services Platforms and Applications.” December 2016. 2 Forrester. “The Forrester Wave: Enterprise Content Management – Business Content Services, Q2 2017.” April 2017. 3 Nucleus Research. “Content Bloat Drains Productivity by 8 percent.” June 2016 4 AIIM. “ECM at the Crossroads.” May 2013
Modernizing Enterprise Content Management | 5
Modern approach to content services Shaping and controlling content from creation to final disposition means many different things. It is time to
reflect the changes in how today’s content is created, shared, sustained, and reused. Content services
represents the next wave in ECM—a more focused suite of empowered capabilities than traditional ECM.
Content services is people-centric, allowing for personal management (copy, move, tag with metadata) and
organizational management (knowledge management, record retention, information lifecycle management).
Policies and security protect content at all phases of its life. Content services should supply business value
throughout a lifecycle, instead of after-the-fact management of dormant assets.
Figure a Content Services and Experiences
Content services exposes information and files through intrinsic platform capabilities, IT policies, and user-
oriented actions, extending information to many apps and devices to support business-centric outcomes, such
as:
• Accuracy
• Team formulation and extension
• Process acceleration
• Asset protection and control
• Insights and innovation
• Risk mitigation
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Content services Content services is as much about creation as it is about consumption. Today, most information is found in
dynamic documents that are created and edited many times during their lifespans. At content velocity,
information picks up speed and relevance as it’s created, edited, and reused, becoming more valuable over
time instead of becoming a dormant archive. It’s an evergreen cycle of authoring, collaboration, control, and
reuse.
The four pillars of content services are:
• Harvest. Content shouldn’t be saved, stored, and managed to fill up storage space. Content exists to
support a future business purpose, such as providing information on a related decision or seeding the
next cycle of content creation.
• Create. Content velocity requires documents to be managed from the moment they’re created.
SharePoint and OneDrive allow you to create content using new tools such as Office Lens, or existing
tools like Office, to easily publish content to team sites or group members. Content types ensure that
content is shaped by templates, with rich metadata and governance policies.
• Coordinate. Structure your teamwork with co-authoring, metadata, groups, taxonomy, Microsoft
Flow, and PowerApps. In addition to working together, managed metadata provides a centralized way
to tag and classify information and structure libraries. You can tag content and customize the view
from the library home screen, so you don’t need multiple clicks to open a property-editing window.
• Protect. You can manage compliance and reduce risk with information lifecycle governance, including
information architecture, auditing, rights management, records and retention labels, and eDiscovery.
Figure b Content Services Lifecycle
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Harvest Traditional ECM often concludes with document disposal or retention. But as noted earlier, content exists to
support a future business purpose, and users must be able to find it quickly when needed.
In typical enterprises, discoverable content exists in multiple places, and Office 365 searches across Exchange,
SharePoint, Skype for Business, and OneDrive to surface content quickly and easily.
Discover insights
SharePoint provides tools to discover relevant content across the organization.
Amplify content visibility
• Microsoft Graph-powered recommendations. SharePoint includes a modernized team site
experience with an engaging home page personalized by the intelligence of Graph—surfacing
documents and insights designed to make your business more productive. The activity on your
SharePoint home page provides insight into what’s happening—and who’s doing what—throughout
your team site.
• Microsoft Delve. Delve discovers new, relevant information based on the people and content you
interact with. It helps users discover the information that’s likely to be useful to them when they need
it. Users don’t need to remember the title of a document or where it’s stored—Delve suggests
documents based on machine learning about your work patterns and the patterns of your teams and
sites.
Figure c Microsoft Delve
• SharePoint and OneDrive activity reports. SharePoint and OneDrive activity reports provide a
holistic view of how your users collaborate. You can use the report to see which users are active on
SharePoint and engaged with team files. You can also see which users sync documents back to their
local machines, and whether they share documents internally or externally.
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• Search. With cloud hybrid search, content is crawled in place (on-premises and cloud) and combined
in the Office 365 search index. When users enter a query, they get security-trimmed search results
from the Office 365 search index, so they see results from both on-premises and Office 365 content.
Create SharePoint and OneDrive enable better ways to build new content and organize for records management,
productivity, and governance.
Create content that’s inherently managed
• Content types. A SharePoint content type defines a related set of documents. The item might be a
contract, presentation, policy, list, or folder. A content type associates this item with key metadata or
other information, such as a template or retention policy. You can specify the following attributes for
each content type:
o Workflows
o Information management policies
o Document template
o Document conversions
o Templates
• Team news. Team news helps you keep up with and broadcast key events and accomplishments. You
can use team news for trip reports, best practices, project updates, highlights of new documents and
content, welcoming a new team member, sharing team goals, and celebrating milestones. You can
easily and quickly create beautiful posts that are showcased on your team’s home page.
Capture content in real time
• OneDrive mobile app. OneDrive provides a place in the cloud where you can sync and access Office
365 file content. The OneDrive mobile app enables you to upload and share files, such as documents,
OneNote notebooks, photos, videos, and music.
• Office Lens. Office Lens digitizes notes from whiteboards; captures documents and business cards;
and trims and enhances images to makes them readable. You can use Office Lens to save images to
OneDrive and OneNote, or convert images to PDF, Word, and PowerPoint.
Modernizing Enterprise Content Management | 9
Figure d Office Lens
• Copying or moving content from OneDrive to your team site, and vice versa. When you select a
file in OneDrive, you can copy directly to SharePoint, and vice versa. You can copy from OneDrive to
SharePoint, from SharePoint to OneDrive, from one location on a SharePoint site to another, or from
one SharePoint site to another.
Work with content anywhere, on any device
• Office integration. Inside Office clients, the Backstage view that is accessed by clicking on the “File
Tab” allows users to see document properties. If the document is from a SharePoint document library
that has versioning settings enabled, they can check the document in or discard the checkout.
• SharePoint mobile. This app enables you to access your team site activity and lists, view profiles, and
search. You can also view and create Team News. The app connects to SharePoint, SharePoint Server
2013, and SharePoint Server 2016.
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Figure e SharePoint Mobile Client and OneDrive Mobile Client
• OneDrive client. The OneDrive client has been enhanced to synchronize SharePoint team sites to
Windows and Mac—including files in Teams, Office 365 Groups, and OneDrive. It also provides On-
Demand Sync, which allows you to see all files, synced or not, locally on Mac and Windows.
Coordinate Office 365, powered by SharePoint and OneDrive, is where everyone you work with—both inside and outside
of your organization—comes together in real time to get work done. This means creating and sharing content
with the same familiar Office tools they use every day, in addition to third-party tools like the Adobe suite,
AutoCAD, and more. SharePoint makes file storage and document collaboration more people-centric, with
industry-leading mobile apps and improved mobile access to content, people, and applications.
SharePoint content, both on-premises and in the cloud, has long been maintained in a classic information
hierarchy of site collections, sites, and libraries, however, SharePoint also participates as part of a relational
hierarchy to a range of sites and other collaboration elements of Office 365, bound together by group
membership.
Content in SharePoint is maintained in document libraries, making it easy to structure graphically rich dynamic
views. The SharePoint managed metadata service (MMS) provides a centralized way to tag and classify
information to define a custom hierarchy of metadata tags.
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Share content with colleagues
• Document libraries. The document library is a secure location to create, share, and organize team files.
It’s designed to bring consistency for working on files throughout Office 365 while maintaining the full
power of SharePoint document libraries.
Figure f Modern Document Library
▪ Properties. Metadata navigation in large lists and libraries makes it easier for users to
find content through intelligent filtering or by using a navigation tree.
▪ Views. You can create a view and add columns to the list or library to enable more
flexible sorting, grouping, and filtering—for example, people might want to see only
documents that apply to their department or sort a list by project number.
▪ File viewing. Thumbnails show previews of documents, images, and videos.
▪ Pin to top. You can highlight important files, folders, or links in a document library in
SharePoint by pinning them to the top of the library.
• Send cloud attachments with Outlook. Cloud attachments are references to files stored in
SharePoint and OneDrive. Outlook attaches the file as a live link, which reduces message size while
preventing information bleed off to email. With SharePoint, you get a similar ability to share files as
Outlook attachments.
• Share files internally and externally. The files you store on SharePoint are usually available to
everyone who has permissions to the site, but you can also share links to specific files and folders with
people who need to access the content but aren’t team members.
Create content together in real time
• Collaboration. Multiple people can work together on a Word document, Excel spreadsheet, or
PowerPoint presentation. Office includes tools such as comments, change tracking, and the ability to
see where everyone is and what they’re typing—as though they’re typing on your device.
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Automate approvals and content processes
• Automate your processes with Microsoft Flow. You can benefit greatly by connecting your data in
SharePoint to other data sources. Flow is now integrated directly into SharePoint lists and libraries.
Simply click Add flow, and then select a flow template from a panel. With Flow, you can easily build
alerts and approvals.
Figure g Adding Flow in SharePoint
Gather feedback and revisions
• Versioning. Versioning is enabled in libraries so you can track and manage information as it evolves.
You can look at earlier versions and recover them as necessary or retain multiple versions for legal
reasons or audit purposes. For sensitive information, it can be important to have only the official
version available to users. To accomplish this, you can require approval for an item or file before it
becomes visible to most site users.
Collaborate beyond the document
• Team and Group calendars. These calendars keep your team in sync by sharing everyone’s meetings,
project milestones, and vacation time using Office 365 Groups and Exchange integration. You can use
Outlook to view a calendar from an Office 365 Group side-by-side or overlaid with an Outlook
calendar allowing a tabular or combined view.
• Planner. Planner makes it easy for your team to create new plans, organize and assign tasks, share
files, chat about what you’re working on, and get updates on progress. It offers a simple, highly visual
way to organize teamwork.
• Yammer. Connecting with people and information across your organization, breaking down silos,
sharing best practices and creating engaged communities. Yammer enables collaboration, knowledge
sharing, and engagement across and beyond your company.
• Conversations in Microsoft Teams. Teams provides a single place for open and seamless persistent
chat. It brings together your team’s conversations, meetings, files, and notes. You can create different
chat channels for the team based on work streams or topics. Teams provides built-in access to
SharePoint, OneNote, and Skype for Business. Teams uses content services to surface content for
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collaboration while maintaining organization control. As an example, within a Team chat, someone
attaches a document within the session—that document still resides in the document library for that
SharePoint Team Site.
Protect SharePoint builds on a long tradition of supporting information lifecycle governance, records management,
and eDiscovery. Newer capabilities, developed as part of our ongoing engagement with the entire Office 365
suite, as well as integration of recent technologies like Adallom and Equivio, include:
• Office 365 records management and retention. This new capability offered across Exchange, Skype,
OneDrive, and SharePoint allows an administrator to centrally define a policy label in the Security &
Compliance Center to enforce document retention and deletion policies. Labels can be set through
code, default settings, or user actions, and can be auto-applied based on sensitive information types
or keywords. Here are the key attributes of record declaration with Office 365 labeling:
▪ Unique – Every file in SharePoint is branded with a permanent, non-alterable
document ID.
▪ Variable – Multiple record categories can be defined as separate labels and applied
by appropriate user roles, or through automation or default values.
▪ Immutable – Moving beyond retention, a “record” label brands the content as
unalterable throughout the lifespan of the policy.
▪ Transferable – Only appropriate compliance roles can move or transfer records once
declared.
▪ Controlled destruction – Content labeled as a record cannot be deleted, and users
are advised that the deletion is blocked by policy. Automated document destruction
is enforced by retention policy and generates a fully auditable activity log in the
Office 365 Security & Compliance Center.
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Figure h Security and Compliance Center
• Information rights management. Files can be encrypted with Microsoft Azure Information
Protection/Rights Management Service and can still be used at supported endpoints, including
browsers, rich clients, and mobile Office clients. By requiring decryption on each access, files can be
freely copied while still limiting actions inside each file. Finally, revoking a key instantly renders all
copies unreadable, even if they have been distributed outside Office 365.
• Data loss prevention (DLP). The Security & Compliance Center provides a central location for
defining policies for 82 predefined information types or creating other custom information types.
When these types are detected, users can be advised about the policy or even automatically blocked
from sharing or distributing based on the dynamic policy definition.
• Auditing. When combined with unified auditing in hybrid deployments of SharePoint 2016, Office 365
can provide integrated logging of user and administrative actions on content for both on-premises
and cloud-based SharePoint and OneDrive locations.
• Conditional access polices. These policies can control or prevent access to content based on data
sensitivity, user location or device. For example, access can be blocked from certain countries or
limited to read-only views on personally owned devices.
Support privacy and compliance
• Office 365 Security & Compliance Center. The Security & Compliance Center is designed to help
you meet your organization’s legal, regulatory, and technical standards for content security and data
use. You can manage eDiscovery searches and holds, access for mobile devices, and more.
• Customer Lockbox. Customer Lockbox gives you control over your content. In the rare instances
when a Microsoft engineer needs access to your content to resolve an issue, you retain control and
visibility.
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• Customer key. By default, Microsoft manages your tenant encryption key. You might want to manage
your own tenant key to comply with regulations specific to your organization.
For more information, see the white paper File security in SharePoint and OneDrive for Business.
Architecture Some of the largest organizations keep virtually all enterprise content in SharePoint, OneDrive, and Office
365—and Microsoft has expanded capacity to stay ahead of demand. You can store up to 12.5 exabytes (or 30
trillion items) per tenant, 25 TB per site collection, and files up to 15 GB. Microsoft's content services platform
is available in 40 regions globally and offers built-in redundancy with constant replication of data across
geographically separate datacenters. We also offer multi-geo tenant services distributed across multiple
datacenters for compliance with data residency requirements.
Depending upon the requirements, SharePoint can be deployed in four fundamental models.
• SharePoint on-premises – You plan, deploy, maintain, and customize your SharePoint environment in
an environment completely managed and maintained by your organization including hardware,
software, security, updated and patches.
• SharePoint Hybrid – Cloud-first doesn’t mean cloud-only, Microsoft brings the cloud to your
business empowering your users with the latest in Office 365 innovation enriching traditional on
premises workloads with cloud capabilities.
• SharePoint Online and OneDrive – SharePoint is always up to date, but you are responsible for
managing SharePoint itself. SharePoint Online and OneDrive are Microsoft managed cloud-based
infrastructure that brings comprehensive, most secure cloud productivity and communication
offerings.
• SharePoint in Azure/IaaS – You extend or migrate your on-premises environment into Microsoft
Azure Infrastructure as a Service (IaaS) for production, disaster recovery, and dev/test SharePoint
Server 2016 farms.
Modernizing Enterprise Content Management | 16
Figure i Information Architecture in SharePoint
Figure j Information Architectural Site Map
Summary Microsoft provides end-to-end content services. SharePoint and OneDrive give you enriched capabilities for
creation, collaboration, protection, and harvesting of content to provide intelligent information use.
Modernizing Enterprise Content Management | 17
SharePoint and OneDrive provide industry-leading content services with the scale, governance, and protection
that organizations require, and your organization most likely already has access to SharePoint through your
Office 365 subscription or Enterprise Agreement.
You can now adopt SharePoint and OneDrive more efficiently with Microsoft FastTrack, a program in which
Microsoft specialists work with you remotely to get your Office 365 environment ready to use, and plan rollout
and usage within your organization. Microsoft experts also work with you to drive usage of SharePoint and
migrate data from a variety of on-premises and cloud sources.
Calls to action Check out these resources to inform your migration to the modern content services platform built on
SharePoint and OneDrive.
Learn
• SharePoint videos and tutorials
• SharePoint hybrid sites and search
• Use SharePoint Online as a B2B extranet solution
• Plan hybrid OneDrive for Business
Plan
• SharePoint planning guide for Office 365 for Business
• Technical diagrams for SharePoint 2016
• SharePoint hybrid sites and search
Try
• Register for an Office 365 trial
Sign up
• SharePoint plans & pricing
References Install and configure SharePoint Server 2016
SharePoint Server 2016
New and improved features in SharePoint Server 2016
Discover enterprise content management (ECM) powered by SharePoint
Hybrid in SharePoint Server 2016